The Winning Staffing Formula – A Benchmark Study of Contact Center Workforce Management
By Donna Fluss
DMG’s survey of 230 contact center, enterprise and IT executives, VPs, managers, directors and decision‐makers around the world found that 75.5% of contact centers use a third‐party licensed or hosted workforce management (WFM) solution. 84.4% of these organizations consider their contact center WFM solution mission‐critical, although few respondents are totally satisfied with it. All of the survey participants are involved in either an inbound or blended (inbound/outbound) contact center.
All respondents, whether currently using a packaged WFM solution or not, appreciate its many benefits. WFM contributions include reducing the time managers spend forecasting and scheduling, optimizing agent schedules and reducing operating expenses, and improving customer and agent satisfaction. Despite strong and quantifiable benefits, however, the number‐one issue preventing companies from adopting packaged WFM applications is their high purchase price.